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Azure Site Recovery with
Table of Contents
Azure Site Recovery ..................................................................................................... 4
Replication Scenarios .....................................................................................................................6
Workloads .....................................................................................................................................7
ZNetLive Support Services ............................................................................................ 9
Who Can Create Support Ticket at ZNetLive? ............................................................... 9
Steps to Raise a Support Ticket: ......................................................................................................9
ZNetLive Support Process Overview ........................................................................... 14
Technical Support Team (Level 1) .................................................................................................. 14
Technical Support Team (Level 2) .................................................................................................. 15
Technical Support Team (Level 3) .................................................................................................. 15
Escalation Matrix ......................................................................................................................... 15
Create Sub-Users .......................................................................................................................... 15
Add a new Sub User Account ........................................................................................................ 16
Edit a Sub User Account: ............................................................................................................... 16
Delete a Sub User Account: ........................................................................................................... 16
Service Level Agreement ............................................................................................ 17
About ZNetLive .......................................................................................................... 18
Features
Azure Site Recovery
Azure Site Recovery (ASR) is a service run on Azure to protect customer environments by moving
server virtual machines between on-premises and cloud-based infrastructures. ASR helps you to
protect important applications by coordinating VM failover, utilizing storage replication between
clouds. You can replicate to your own data center to a hosting service provider, or even to Azure
to avoid the expense and complexity of building and managing your own secondary location.
Azure Recovery Services relies on a Hyper-V replica and is the primary replication technology
used by ASR to replicate virtual machines between different locations. Azure Recovery Services
enables asynchronous replication of Hyper-V VMs between two hosting servers. It is simple to
configure and does not require either shared storage or any specific storage hardware. Any server
workload that can be virtualized in Hyper-V can be replicated. Replication works over any
ordinary IP-based network, and the replicated data can be encrypted during transmission. Azure
Recovery Services works with standalone servers, failover clusters, or a mixture of both. The
servers can be physically collocated or widely separated geographically. The physical servers do
not need to be in the same domain or even joined to any domain at all.
Features Details Simple BCDR solution Using Site Recovery, you can set up and manage replication, failover,
and failback from a single location in the Azure portal.
Azure VM replication You can set up disaster recovery of Azure VMs from a primary region
to a secondary region.
Azure VM replication You can replicate on-premises VMs and physical servers to Azure, or
to a secondary on-premises datacenter. Replication to Azure
eliminates the cost and complexity of maintaining a secondary
datacenter.
Workload replication Replicate any workload running on supported Azure VMs, on-
premises Hyper-V and VMware VMs, and Windows/Linux physical
servers.
Data resilience Site recovery orchestrates replication without intercepting
application data. When you replicate to Azure, data is stored in
Azure storage, with the resilience that provides. When failover
occurs, Azure VMs are created, based on the replicated data.
RTO and RPO targets Keep recovery time objectives (RTO) and recovery point objectives
(RPO) within organizational limits. Site Recovery provides continuous
replication for Azure VMs and VMware VMs, and replication
frequency as low as 30 seconds for Hyper-V. You can reduce RTO
further by integrating with Azure Traffic Manager.
Keep apps consistent over failover You can replicate using recovery points with application-consistent
snapshots. These snapshots capture disk data, all data in memory,
and all transactions in process.
Testing without disruption You can easily run disaster recovery drills, without affecting ongoing
replication.
Flexible failovers You can run planned failovers for expected outages with zero-data
loss, or unplanned failovers with minimal data loss (depending on
replication frequency) for unexpected disasters. You can easily fail
back to your primary site when it's available again.
Customized recovery plans Using recovery plans, can customize and sequence the failover and
recovery of multi-tier applications running on multiple VMs. You
group machines together in a recovery plan, and optionally add
scripts and manual actions. Recovery plans can be integrated with
Azure automation runbooks.
Azure automation integration A rich Azure Automation library provides production-ready,
application-specific scripts that can be downloaded and integrated
with Site Recovery.
BCDR integration Site Recovery integrates with other BCDR technologies. For example,
you can use Site Recovery to protect the SQL Server backend of
corporate workloads, with native support for SQL Server Always On,
to manage the failover of availability groups.
Network integration Site Recovery integrates with Azure for simple application network
management, including reserving IP addresses, configuring load-
balancers, and integrating Azure Traffic Manager for efficient
network switchovers.
Replication Scenarios
Supported Details
Replication scenarios Replicate Azure VMs from one Azure region to another.
Replicate on-premises VMware VMs, Hyper-V VMs, physical servers
(Windows and Linux) to Azure.
Replicate on-premises VMware VMs, Hyper-V VMs managed by
System Center VMM, and physical servers to a secondary site.
Region ASR
United States: East Us, East Us 2, Central Us, North Central Us, South Central Us, West Central Us, West Us, West Us 2
YES
Canada: Canada East, Canada Central
YES
Brazil: Brazil South YES
Europe: North Europe, West Europe YES
France: France Central, France South YES
Azure Germany: Germany Central,
Germany Northeast
YES
Germany Non-Regional NO
United Kingdom: UK West, UK South YES
Asia Pacific: Southeast Asia, East Asia YES
Australia: Australia East, Australia
Southeast
YES
Australia Central, Australia Central 2
NO
India: Central India, South India YES
West India NO
Japan: Japan East, Japan West YES
Korea: Korea Central, Korea South YES
Azure Government: Us Gov Virginia, Us
Gov Iowa, Us Gov Arizona, Us Gov Texas,
Us Dod East, Us Dod Central
YES
Us Gov Non-Regional NO
Workloads
Workload Replicate Azure
VMs to Azure
Replicate Hyper-
V VMs to a
secondary site
Replicate
Hyper-V
VMs to
Azure
Replicate
VMware VMs
to a secondary
site
Replicate
VMware
VMs to
Azure
Active Directory,
DNS
YES YES YES YES YES
Web apps (IIS,
SQL)
YES YES YES YES YES
System Center
Operations
Manager
YES YES YES YES YES
SharePoint YES YES YES YES YES
SAP Replicate SAP site to Azure for non-cluster
YES
(tested by
Microsoft)
YES (tested by
Microsoft)
YES (tested
by
Microsoft)
YES (tested by
Microsoft)
YES (tested
by
Microsoft)
Exchange (non-
DAG)
YES YES YES YES YES
Remote
Desktop/VDI
YES YES YES YES YES
Linux (operating
system and apps)
YES
(tested by
Microsoft)
YES
(tested by
Microsoft)
YES (tested
by
Microsoft)
YES (tested by
Microsoft)
YES (tested
by
Microsoft)
Dynamics AX YES YES YES YES YES
Oracle YES
(tested by
Microsoft)
YES
(tested by
Microsoft)
YES (tested
by
Microsoft)
YES (tested by
Microsoft)
YES (tested
by
Microsoft)
Windows File
Server
YES YES YES YES YES
Citrix XenApp and
XenDesktop
YES N/A YES N/A YES
ZNetLive Support Services
Creating support ticket at ZNetLive - Support ticket allows users to report problems or ask for
help/action on certain issues to experience seamless services.
• It is a system of records which helps you in keeping track of your issue from your member
panel at any given time. As details and responses related to the issue are recorded in the
ticket system, you do not need to repeat your problem or explain it repeatedly to different
customer support personnel. Request is automatically allocated to the relevant
department which ensures speedy resolution of the issues.
• Ticket system is easy to access as you can raise ticket directly using your registered mail
id as well as from within your support panel anytime, as per your convenience.
• Since it is registered on the system, you are always well informed throughout the process.
• The entire process of ticket raising at ZNetLive is client friendly and easy to use.
• It gives visibility and clarity to your issue as you can include screen shots or multiple
attachments with ticket to provide a more apparent description of the issue.
Who Can Create Support Ticket at ZNetLive?
• Registered Users of the Customer - They can create ticket either directly through the
member panel or via email: [email protected]/[email protected]
• Sub-users of the Customer - They can also create ticket with the access rights
provided to them by the main user - registered client of ZNetLive. The process of
creating sub-users is detailed in subsequent sections.
Steps to Raise a Support Ticket:
1. Log into ZNetLive support panel - Initiate the process of raising Support Ticket by logging
into your ZNetLive member panel with your registered mail ID. Please use the correct URL
and E.g. the URL will be like this: https://manage.znetlive.com/memberp/
2. Click on My Support -After you log into the member panel, click on the tab - My Support
to initiate the process of raising ticket. Here you will find the tab Submit Tickets. Click on
it.
3. Create New Ticket in customer portal- After you click on the tab - Submit Tickets, it
takes you to the page where you need to fill in certain details required by the ZNetLive
team for better understanding of the issue.
4. Select the service for which you need Support - Select that service from the drop-down
list in which you are facing issue.
5. Select the department from which you need support- Next choose the concerned
department for your issue - Billing, Support, Renewals or Sales. This will help you to get
in touch directly with those who will resolve your issue.
6. Mention the subject and write description for the issue - Include as much information
as you can, regarding the issue which you are facing. Define your issue Title in one line in
the Subject Tab. Explain your issue in detail (as given by the ZNetLive) in the General
Description tab. You can also attach screenshots for the errors in this section. This will
help in better understanding the problem and in processing your request faster.
Basic issue logging template:
• Problem description.
• Is the problem consistent or intermittent?
• If problem is reproducible, provide step by step instructions on how to reproduce the
reported issue, including the user who encountered the issue.
• Legible screenshots displaying the full URL and exact error message/ error condition.
• Date, time, and time zone when issue occurred.
7. Submit the ticket - Once you have filled in all the details to raise the ticket, do recheck them and click the Tab - Submit Ticket.
8. Support Ticket is generated - After you click Submit Ticket, a new support ticket is generated which automatically moves to the relevant ZNetLive department and admin will start working on it to resolve the issue ASAP.
9. Ticket ID Tracking Number - You get an ID number when support ticket is generated
successfully. Keep it safe for future communications regarding the issue. Moreover, you
can view the status of your ticket by visiting My Support > My Tickets in your member
panel.
ZNetLive Support Process Overview
ZNetLive has a very clear escalation processes for the internal teams. Automated ticket
escalations are in place, which help in immediate escalation of unhandled / pending issues and
thus avoiding breach of SLA. The CRM team constantly monitors the ticket queue and provides
timely response on the queued-up tickets.
Technical Support Team (Level 1)
This team handles the proactive monitoring and first level technical support. This team is also responsible for providing timely updates on your trouble tickets and ensuring that we never breach the defined SLA.
Technical Support Team (Level 2)
This team is the first level of internal escalation, handles issues escalated by Level 1 support team.
Technical Support Team (Level 3)
Top Engineers are level 3 within the internal escalation chart and provide the final level of
operations’ assistance and engineering assistance. If the Incident Management team
Escalation Matrix
Once you register the case, a Ticket ID will be created. Use this ID as reference in all levels of
escalation. Once the escalation crosses Level 1 & the issue is not resolved, customer can contact
the concerned authority as mentioned below via their member panel.
First Escalation Second Escalation Third Escalation Final Escalation
Duty Manager Team Leader Account Manager Management
If you need additional users to be able to create and manage tickets, then you can do so as per process defined:
Create Sub-Users Sub-users are the additional users to your account that can be given separate login credentials
and granted limited permissions i.e. to log tickets to the Support team
Login to your member panel.
Home >> User >> Profile >> Sub-users
To manage the Sub-users of your account:
• Click on the Sub-users tab in the Profile section. See sample screenshot of the Sub-users section:
Add a new Sub User Account To add a new sub user to your account:
• Click on the Add New Sub-user button in the Sub-users section.
• This will open the Add New Sub User window.
• Enter the details of the new sub user.
• Tick Activate Sub-Account to enable the new sub user account.
• Assign the rights and permissions by tick marking them.
• Click on the Save button.
Edit a Sub User Account: To edit the details or permissions of a sub user account:
• Click on the Sub user account name in the Sub-users section.
• Click on the Edit User button.
• This will open the Edit User Window.
• Make the desired changes in the sub user details and permissions.
• Click on the Update button.
Delete a Sub User Account:
To delete an existing sub user account:
• Click on the Sub-user account name in the Sub-users section. • Click on the Delete User button.
SERVICE LEVEL AGREEMENT
Severity Log Time Respond Time Target time to update customer
S1 20 minutes 15 minutes Every 1 hour
S2 40 minutes 30minutes Every 4 hours
S3 60 minutes 60 minutes Every 8 hours
Change Request 30 minutes 2 hours 4hrs or up on completion of the CR
ZNetLive guarantees 99.9% availability of its monitoring services and infrastructure for Managed Windows service along with the commitment to maintain services in proper operational condition.
However, this assurance excludes infrastructure components that are not in High Availability deployment and unavailability of infrastructure due to hardware/software issues related to OEM.
Severity 1 (S1) -> System down impacting customer significantly
Severity 2 (S2) -> System functioning despite degraded performance
Severity 3 (S3) -> Error not impacting the end customer
We adhere to the service response time commitments as mentioned in the table below.
We will keep you updated throughout the entire troubleshooting process, in-case of Severity or if there is any request regarding it. You will also receive alerts and notifications via mail, by default. If customers wish to get details, they can login to ZNetLive Member panel.
About ZNetLive
ZNetLive provides managed services to large enterprises and SMBs on latest technologies and
enterprise grade hardware with value added benefits. ZNetLive specializes in infrastructure
analysis to provide dynamic managed solutions tailored to specific industry processes.
ZNetLive, owned by ZNet Technologies Pvt. Ltd., was founded in 2001 and has been providing
managed services to customers in over 141+ countries worldwide.
In addition to industry's best accreditations such as the Host Review Readers' Choice Award; The
Deloitte Technology Fast 500 Asia and Fast 50 India Awards for 2010 & 2011; ISO 27001 and D&B
certifications, ZNetLive has a number of Microsoft certifications.
For more information, please visit: https://www.znetLive.com Get in touch with us: [email protected]
India and from other countries: (91) 141 4070666
India Toll Free: 1-800-102-9638
This document is to give general information about the service(s) described. This document is only a general
information guide and is not an instruction manual or legal advice. Benefits, features and pricing structure (if
provided) depend on the system configuration and may change without any prior notice. ZNetLive disclaims any
express or implied warranties, representation or any other service commitment except those stated expressly in the
ZNetLive service agreement. ZNetLive does not support and disclaims all legal responsibilities associated with the use
of any third-party services or products. ZNetLive shall not be held liable in case the third-party provider restricts or
limit functionalities or capabilities provided by it in its services or products. ZNetLive does not guarantee information
accuracy after publication.
